Complaints

• Initial Complaint

  02/05/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After Contact Lens King, Inc., refused to fulfil my order at **************************************, I decided to fulfil my contact lenses order elsewhere permanently. I no longer use Contact Lens Kings, **** at ************************************** as my vendor for contact lenses. I requested in April 2023 and on July 21, 2023 for the closure and deletion of my data and online account. However ******************** cloaked their retaliation by using obscure IRS purposes as an excuse to reject my lawful request that is in accordance with CCPA (California Consumer Privacy Act) as a resident of **********. I did not know that Contact Lens King, Inc., a contact lens retailer, was an tax expert. Please outline the specific law or regulation that states that my online account regarding a single contact lens order must remain open without my consent due to tax or IRS purposes. I do not believe such data needs to be retained according to the law. If such data must be retained, it can be stored within the files of Contact Lens King, Inc., without it being necessary to keep my online account open without my consent. In cases where data is required to be retained, it is best practice to anonymize or encrypt the data, which Contact Lens Kings, ****, has not done. I have uploaded evidence that demonstrates that as of February 1, 2025, my online account is still open without my consent which provides ample opportunity for any hacker to exploit and abuse my data. According to privacy laws, personal data should be kept only for as long as necessary to fulfil the purpose for which it was collected, and I believe that keeping this account open for no purpose after nearly two years is excessive. Data retention should not be used to abuse former consumers. Please delete my data and my online account and cease using illegal excuses to keep my account open without my consent. Usually when data is required to be retained is when the entity is a financial institutions, not a simple online retailer.

  Business response

  02/06/2025

  HI. 

  I do sincerely apologize for your frustration in this matter. We take situations like this very seriously. I have sent this matter to our IT department and they have confirmed your account has been closed. If you have any further questions please do not hesitate to reach out to our customer service team and ask for a supervisor immediately.  

   

  Thank you. 

  ******, **************** Relations. 

  Customer response

  02/07/2025

   
  Better Business Bureau: Your cooperation is deeply appreciated.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order for contact lens, the package is lost during delivery, and I never received the package. **** tracking shows refused and being returned to sender. Its been nearly a month and **** is unable to locate the package, I paid for shipping from sender, and the package is lost. The sender is refusing to refund purchase price.

  Business response

  10/31/2024

  HI, 

  I do apologize for any inconveniences caused.

  Per the tracking, it clearly shows the recipient REFUSED the package therefor, it was delivered but since the recipient REFUSED the packaged it is now being returned to sender which can take up to a month or longer to arrive back. As it was advised to the customer in email as well as explained on our website, also in the terms and conditions - which he/she agreed upon prior to submitting the order, our return policy (which is attached). It clearly states that Contact Lens King is not responsible nor can a refund be issued if a package is lost in transit if it is being returned. In addition, it is required to contact customer service prior to initiating a return to our facility. 

  It was also advised to the customer since he/she REFUSED the package they need to speak with the post office and file a claim since they are the ones who initiated the return to sender. As a loyal customer we are willing to help. Although it is against policy to refund since the product has not arrived, if the customer can provide documentation from the post office stating it is lost, we will issue a full refund. To send out future orders, we will need to speak with him/her to ensure this issue does not happen in the future. 

  Once we receive documentation that the post office cannot locate the package we will issue a full refund. 

  Thank you,

  ****** *******

  Customer response

  11/01/2024

   
  Complaint: 22447327
  
  I am rejecting this response because:
  
  The seller shipped the package and I even paid extra for shipping. The package was never delivered. Its been a month now. If the seller wants me to file a claim for the package they shipped, can they atleast provide me the proof of insurance covering the full contents of the package?

  I did not yet receive the package nor the refund from the seller.

  In addition, it appears the seller is retaliating by threatening to refuse to take future orders from me for brining up this complaint.

   

  
  Sincerely,
  
  ******** Kalvakunta

  Business response

  11/06/2024

  HI,

  I do apologize for the frustration.

  Per tracking it now shows the recipient spoke with ****, as it was advised, and **** has started the investigation (please see attached). It states on the tracking: Alert: Missing Mail Search Request Initiated, Missing Mail Search Request ID MRC ************.

  Once the customer receives the letter from **** with the results we are happy to further assist with the best course of action. 

  I would like to clarify, we did not state or threaten to not accept future orders, we are simply asking that we speak with the customer to clarify why/how the package was refused. If the customer no longer wants an order, we would like to explain how our return policy/refunds work so we can ensure smooth transactions with every order. We are happy to fulfill future orders from the customer once this issue is resolved.

  Again, we apologize for any inconveniences caused and thank him/her for initiating the "Missing Mail Search" since the package was refused at the time of delivery. 

  ******

  Customer response

  11/06/2024

  Attaching letter from **** that they have no records of delivery for the item. I never received the item, I would like to get a refund for the entire amount I paid, including shipping fees.

  Customer response

  11/06/2024

   
  Complaint: 22447327
  
  I am rejecting this response because:
  
  I never received the package in my hand, I am not clear why it showed up as refused or even who refused it. I requested proof of delivery from **** since Contact Lens King says that they are not able to refund since it was delivered. 
  

  Attaching the letter received from **** as requested by Contact Lens King, and the letter also says that there is no proof of delivery. 
  

  In addition, it also shows that the merchant only insured upto $100, when the actual amount they charged me was $392.45. 
  

  I would like to keep the case open because of the following reasons:

  1. I have never received the package that I ordered. The order was placed on Sept 24th, and todays date is Nov 6th. 

  2. Attached the letter from **** as requested by the merchant, it confirms that the item was not delivered.

  3. I did not receive any refund from the merchant, nor did I receive the package.

  It seems that the merchant is making me go in circles without any resolution. It also seems like they are trying to make me pay for their failure to purchase adequate insurance for the entire package amount, even though I paid extra for shipping and handling. 

  Sincerely,
  
  ******** Kalvakunta

  Business response

  11/11/2024

  HI. 

  Thank you for opening the investigation and providing us with the documentation requested. 

  Since they were unable to locate the refused delivery, our accounting department issued a full refund (please see attached documentation). 

  Moving forward, all future orders will be shipped requiring a signature upon delivery. Any further questions or inquiries, please direct them to our customer service department.

   

  Thank you, ******

  Customer response

  11/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the refund is satisfactory to me.
  

  In addition, I would like to reiterate that I NEVER received the package in hand. I would request the business to adequately insure their future shipments to prevent situations like this, and also request signature delivery so the carrier makes sure to hand over the packages directly to the consumer.
  
  Sincerely,
  ******** Kalvakunta

• Initial Complaint

  08/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When on the product page when you select processing fee is says it will be $16.31 per box of contacts. Then when I go to check out with two boxes of contacts in my shopping cart suddenly the processing fee has changed to $65.24. Very shady

  Business response

  08/14/2024

  HI,

  After reviewing ************************** documentation it seems there may have been a time she had 4 boxes in her cart since the processing fee she sees is a total for 4 boxes. $16.31x4=$65.24. Please see my attached documentation showing the processing fee is calculating correctly at $32.62 for 2 boxes. It may have been a glitch at that time she was adding the items or adjusting the quantity. However, you can see by the attached document that it is now calculating correctly. 

  Unfortunately, since ********************** did not place an order, a refund cannot be issued at this time.

  We appreciate the technical glitch brought to our attention and it was immediately resolved by our IT department. 

  If she has any further questions, she can feel free to reach out to customer service and they would be happy to assist her. 

  Thank you, 

  ******

   

   

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on 5/22 for contact lenses that showed in stock in the website and paid for **** priority delivery. As of 6/6 I still do not have my contact lenses and have been given the run around about when they are shipping out. I was promised that my order would be sent out overnight to me on 6/3.. that never happened. Finally on 6/5 after my 10th email to this company they printed an overnight label but never gave the order to **** My order is stuck in label created status.. with no further updates. My credit card has been charged but I have little faith that my order will ship out. When I placed this order on 5/22, I was under the impression that i would have my contact lenses by now. They say that they are shipping the order out but do not do so anyone can print an overnight label but *** needs to receive the package. Please advise.

  Business response

  06/11/2024

  June 11th,2024
  Attn: BBB
  RE: 21812965

   

  Dear Sir/Madam,
  
  
  I sincerely apologize for the delay in shipping the order in question.
  
  
  Upon review of Ms. *************************** account, I see the order was placed on 5/22, during non-business hours. Federal Law sets out specific operational procedures that we are required to follow when processing and order; the prescription verification step. This step requires that we verify the validity of the customers ********************** lens prescription as entered at the time of the placement of the online order. To achieve this we can use a copy of the customers prescription or communicate directly with the prescribing eye doctor.In the event that the customer does not have a copy of their prescription we are obligated to reach out to the eye doctor to verify the prescription. The eye doctor is entitled to take up to 8 business hours to respond, failing which we can consider that the lens measurements that the customer inputted at the time of the online placement of the order as being correct and process the order,also known as passive verification. This latter scenario is what happened with order no. *******.
  
  
  Although our website indicates the product was in stock unfortunately, we did not have enough product to fill Ms. ********** request. As an authorized retailer, we order direct from the manufacturer. Typically direct orders from the manufacturer take 1-3 business days to arrive.Unfortunately, the manufacturer experienced a delay in production.For the delay with the manufacturer, we did overnight the shipment via *** at no additional charge and shipped on 6/6. Per tracking with *** it has been marked delivered, with proof of delivery on 6/7,please see attached documentation direct from ***.
  
  
  Per the policy with ***, a claim needs to be filed directly with the carrier service if the customer is claiming product not received. We would be happy to assist in filing the claim. A picture of the front door or where packages are delivered to that residence will be required.
  
  
  Sincerely,
  
  
  ***************************
  Customer Service

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  First, I want to say that people on the phone were responsive and trying to be helpful. I have no problem with the customer service. But it doesn't address my problem.On 5.29.2024, I paid $135.90 for 2 12-packs of contact, and then $29.95 for next-business-day shipping. I received a prompt order confirmation. The site specifies that ship times begin counting once the item is in stock, and if the item needs to be restocked it could add 1-2 business days. Fine. I never received any shipping notification, or any notification of delay or technical issue. It is standard for all businesses to inform the customer if there are delays.It is now 3 business days later (Friday, May 31)- I call this morning, as I need contacts by Sunday morning. They return my message promptly saying that they've been "in the middle of a systems upgrade so our system was down and we were not shipping" (verbatim from voicemail I received). There was no indication at checkout that they were undergoing systems upgrade, no indication by email. Nothing to indicate that my shipping would be delayed. They begin shipping again today.They are refunding the extra shipping I paid and I anticipate I will receive my product. That's good. However, I shopped at this vendor anticipating 1-day shipping, was given no indication at checkout or at confirmation that there would be a delay. They knew that they would not be able to fulfill 1-day shipping, and yet did not advertise that they were undergoing a systems update and might experience delays. Updates are normal! But it's standard to inform customers when they order if something might affect their order.I did agree that if they didn't have my items in stock there might be a delay - but that's not what happened. What happened was they knew they couldn't fulfill my order and took it without notice. All I want is for them to inform customers of anticipated delays. This was not a supply-chain issue, it was scheduled maintenance. Just be honest, that's all.

  Business response

  06/11/2024

  June 11th,2024
  Attn: BBB
  RE: 21783878

   

  
  Dear Sir/*****,
  
  
  Thank you for bringing this to our attention and we are pleased to know that you found our customer service team to be responsive and helpful.
  
  
  Since our normal business hours are Monday through Friday, we did implement a routine system upgrade over the Holiday weekend; your order was placed shortly after that. Unfortunately, we did come across some unexpected challenges that sadly, did affect your order from being shipped soon after the order was verified.
  
  
  Upon review of your account, I do see the order was placed on 5/29 at 5:10pm, which is after business hours. Therefor, the order was not verified until the following business day on 5/30. Due to the system upgrade creating some unexpected challenges your order unfortunately,was not fulfilled until Friday the 31st after all carriers had picked up from our facility. Since the unexpected challenges where on our end, we refunded you the difference between overnight delivery and the First Class Rate.
  
  
  I do sincerely apologize an email was not sent to you advising of the delay. Our customer service team did their very best to inform all customers who were impacted during our system upgrade.
  
  
  Since we are always looking for ways to improve, your feedback will be brought to the management teams attention so we can apply the appropriate strategies in the future.
  
  
  We appreciate your feedback and value your loyalty.
  
  
  Sincerely,
  
  ***************************
  Customer Service

  Customer response

  06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** recommend that they make sure to make note of system updates and related potential delays *in the purchasing process*, so that customers get what they pay for.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/02/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Contactlensking.com is deceptive in their advertised pricing of contact lenses. The advertise a very low price then add an exorbitant $250 service fee upon checkout, only after the entire process has been completed. They are not pricing honestly, there is no way to actually get the advertised pricing.

  Business response

  05/06/2024

  HI, 

  We apologize to ************** for the frustration regarding the processing fee. Since the processing fee is an industry standard and we know it can be frustrating to our consumers, we make it clear on our website there is a processing fee associated with the sales cost of the item. On our product page under the cost of the product it states: "This item is on sale and not eligible for any coupons. A processing fee will apply." (Please see attached documentation). Under the statement it clearly shows a "read more" button which if it is clicked on will display the popup explaining the processing fee is an industry standard associated with the sales cost of the item and is priced per box. (Please see other attached documentation). This is all shown before the items are added to the cart and before any payment information has been added. 

  As explained in the popup display the processing fee is an industry standard, please see attached documentation for an example of an online competitor where you will see the ******* Search" for a particular product and then at their final stage before payment they too have a processing fee. 

  We are committed to providing a level of service that cannot be beat as well as being upfront and transparent about all charges our customers will incur. Please see attached documentation to support that we were upfront about the processing fees before the check out process. 

  Again, we apologize for any frustration the processing fee may have caused **************. 

  **************, Contact Lens King **************** Relations

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received the wrong order and I was overcharged. My order number is #w8453885. It was $227 for 7 boxes including clariti lenses, dailies total 1, and aquacomfortplus. This company sent me the wrong number of lenses and the wrong kind. I spent multiple weeks waiting to have my order fulfilled and I asked to confirm my order before it was sent.

  Business response

  04/30/2024

  Dear Sir/*****,

  The order that was placed by the customer matches the Dalies AquaComfort Plus lenses that we shipped on 4/25/2024 and those appearing in the image of our shipping box with lenses.as provided by the customer in the image attached to the complaint . No other lenses were included and none would fit. Our customers are very important to us and we certainly appreciate the ********* family, ****** and ****** specifically. If they are not satisfied with their shopping experience they can most certainly return  the lenses that they received in order no. w8453885 as detailed in our published Return Policy found on our website. We would like to point out however that since the *** considers contact lenses to be medical devices any returned lens boxes must be unopened, factory sealed, unmarked and undamaged. Once received in-house, the return will be inspected to ensure compliance with our Return Policy If the required conditions are met a refund will be processed.

  Thank you.

  *************************

  Customer Service

• Initial Complaint

  09/15/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I did not complete the transaction because of the deceitful advertising practices of the company. They advertised a price of $34.95 / 90 day box of contacts. Because of this price, I went to my eye doctor and asked for a prescription for these specific contacts, because they are good quality and were a good price. Unfortunately, after getting to the checkout of my transaction, it turns out there was a hidden processing fee making the price TWICE as much as expected. Further, I had only expected this lower price because of their advertising. Because I only get 1 eye exam a year, I planned my eye care for the whole year based on this number, and now I can't afford the contacts I need. This company's underhanded way of bringing people to their website, and worse, causing people to make plans for their eye health based on their numbers, is very unethical and can cause issues for many consumers. They will argue that other companies use this same practice, but in reality, it is NOT a common practice for contact lens companies to all advertise at falsely low prices. There are many companies who are honest and report their true price, rather than trying to lure consumers into a false "deal". They should be required to post a more accurate price representation so as not to mislead.

  Business response

  09/21/2023

  Dear ********************,
  When we offer special pricing for a specific contact lens brand we also always clearly indicate that a processing fee will apply right under the advertised price on the respective product page. This notation appears first on the product page for the product on promotion and then throughout each of the steps in the order process such that the customer can be aware of the existence of the extra fee and include it in their determination on whether the pricing is to their liking for an order. By the time that the customer reaches the checkout page where payment information is required the customer will have been made aware of the processing fee, on average, at least three times, and therefore given ample opportunity to compare final pricing for the product versus competitors offering, and decide to proceed with payment or  cancel the order. There are no surprises at any time throughout the order process.
  Thank you.
  Best regards
  

  Customer response

  09/22/2023

   
  Complaint: 20610064
  
  I am rejecting this response because: As mentioned before, this is a deceitful practice aimed to draw people to your website based on a falsely lower price than it actually ends up being. In the same way, if someone is planning which contacts they will request a prescription for, they will see this up-front advertised price and make decisions based on that, only to find out after they have a prescription in hand and are in the process of ordering the product that it is not the price they expected (based on the search engine advertisement or even the price listed on your website). 

  The processing fee disclaimer is not only tiny and almost hidden in comparison to the advertised price (again significantly below the actual price), but when customers click to read more, you specifically admit that the practice 1) makes you uncomfortable, 2) is specifically used to display upfront prices as lower than actual prices, 3) and that this practice is to draw customers under false pretenses to your website. 

  Again, this is a fraudulent, unethical practice that has detrimental effects to consumers. 

  Sincerely,
  
  *******************************

  Business response

  10/12/2023

  ********** ** stand by our September 21, 2023 response to the consumer. Thank you.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/28/23, I placed an online order for about $150 for contact lenses and uploaded the required documentation (prescription.) I received an email later stating they didn't have enough information, so I called to request all the info they needed. They told me I I needed to send a photo of my OLD box of contacts. I complied. What followed was a confusing series of emails requesting information that I submitted several times over and over and resulted in my cancelling the order. They had me send TEN images in total and still kept saying they didn't have this or that from me, which had been provided several times over at this point: upload of prescription, and of old prescription box. THEN they were saying they needed a photo of a lens box with the VERY PRESCRIPTION I WAS ATTEMPTING TO ORDER, as it was, shocking, a new prescription. It seemed like it was either a bot, several people who don't have mastery of the English language, or it was just straight up they didn't want to help me with my order, and ran me around for half a day just for fun, which would be odd, but what other explanation could there be?

  Business response

  08/30/2023

  Dear **********************,
  Thank you for taking the time to write your comment on the Better Business Bureaus website.
  To begin, I would like to apologize for any misunderstanding that occurred during your online shopping experience with us.
  
  The processing of online contact lens orders by authorized direct-to-consumer retail vendors is governed by a Federal law that requires prescription verification as a critical first step in order to ensure that the retailer will be delivering the product that was prescribed by the eye doctor who evaluated the consumers vision needs. In your case you selected to provide us with a picture of the outer box of the brand that you are wearing along with an individual blister of same (Exhibit A), which is perfectly acceptable verification material as described in the act. Once you checked out a confirmation email was automatically generated on 8/28/2023 @ 12:17:12 PM detailing the specifics of the order that you placed (Exhibit B). Then the prescription verification step was initiated wherein a comparison between the information you submitted for verification (Exhibit A) is made to the lens measurements selected for the online order. In your case a determination is made to notify you of a mismatch in the order (Exhibit C). As is normal practice you were notified that we will retain your order on hold for 10 days in order to allow you the time to provide corrected prescription verification material that will match the lens measurements ordered. If such material is not supplied by the end of that interval the order will be canceled. Exhibit D illustrates the notification notifying you of the cancellation.
  
  Our prime interest is to ensure that our customers vision needs are met and as you can see our team followed our obligations under the law while keeping you informed of the status of the order. However we can always do better. In this vain we will use this case to develop improved methods that serve to elevate our customers shopping experience with us.
  
  Thank you.
  Best regards,
  ******************
  Customer Relations
  

• Initial Complaint

  08/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I spoke with ********************* as well as *****, a customer service representative who informed me that only ophthalmologists are credentialled to conduct eye exams and prescribed medical devices (i.e. contacts). Not only was this extremely incorrect and offensive, but can be legally disastrous in the future for the company. This comment meant all other credentialled and licensed physicians and APPs throughout the country who prescribe and conduct exams are not suitable to conduct a basic eye exam and write a prescription. I hope the company can set an objective standard without room for interpretation consistent with the rest of the country as to whom can prescribe medical devices, as this caveat as listed above seriously jeopardizes patient safety. I was appalled with my phone call by representatives not credentialled in the medical field.

  Business response

  08/08/2023

  Dear ****************, Thank you for your Better Business Bureau commentary regarding your experience with our customer service desk .The order processing protocols put into place for online contact lens retailers are governed by a Federal law that is monitored by the **** Once the retailer receives an online order a valid contact lens prescription must be verified.This prescription is the result of a contact lens fitting and must specify basic details like the eye doctors name, address, contact lens brand, base curve, spherical power, astigmatic power and axis if applicable, and re-order limit if applicable. An expiry date is also required. The fitting requirement puts eye doctors in the prime position to produce such prescriptions and that is what the customer service personnel see each and every day. Calls from a medical specialist who is asking what to include in the prescription that we require so that he can send in a prescription that *** conform to the laws rules is out of the ordinary. An alternative that was not offered was that you provide an image of the lens box of the lenses that you are currently wearing while ensuring that the brand, base curve and powers (right & left eye) are visible in the image. This would be a short-term solution. Our apologies that this was not suggested but this incident will be worked into the customer service training program so that we *** accommodate urgent situations such as yours in the future. Thank you.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩